Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327096 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 VA Medical Center — 1601 SW Archer Rd, Gainesville FL, 32608

Dec 17, 2025 → Jan 28, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✗ SLA Missed (17 biz days late)
Active: 26 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Jan 28, 2026)
▶ Clock Running
Status: Created
Dec 17 → Dec 18, 2025
1 business day (counted)
Running total: 1 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 5, 2026
10 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Entered
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Canceled
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Canceled
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Entered
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 11 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Jan 5 → Jan 6, 2026
1 business day (not counted)
▶ Clock Running
Status: Assigned
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 11 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Jan 6 → Jan 28, 2026
15 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 26 of ? biz days used
Created: Dec 17, 2025 Completed: Jan 28, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Dec 17 → Dec 18 Created ▶ Running 1 1
Dec 18 → Jan 5 Scheduled ▶ Running 10 11
Jan 5 → Jan 5 Entered ▶ Running 0 11
Jan 5 → Jan 5 Canceled ▶ Running 0 11
Jan 5 → Jan 5 Ready for Scheduling ▶ Running 0 11
Jan 5 → Jan 5 Canceled ▶ Running 0 11
Jan 5 → Jan 5 Entered ▶ Running 0 11
Jan 5 → Jan 6 Ready for Release ⏸ Paused 1 —
Jan 6 → Jan 6 Assigned ▶ Running 0 11
Jan 6 → Jan 28 Scheduled ▶ Running 15 26
Jan 28 → Jan 28 Tech On Site ▶ Running 0 26
Dispatch 1.2d
Holding 2.0d (excluded)
Coordinators 27.0d
Field Work 0.0d
Billing 1.9d
✗ SLA Missed
Dispatch
1.2 days
Over SLA
Holding (excluded from total)
2.0 days
Coordinators
27.0 days
Over SLA
Field Work
0.0 days
Billing
1.9 days
Over SLA
Created: Dec 17, 2025 Due: Dec 31, 2025 Completed: Jan 28, 2026 (27 days late)
📅
27.2 days Total Age
⏱️
16.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
25.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552612
URGENT Philips WO Request
Closed
unable to create subcase on Case # 0124915938 - please reference WO-13695670
Priority
High
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
Kimberly Hardison
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01327096 (current) Invoiced
Repair • Jared Heisler
Created: Dec 17, 2025 • Closed: Jan 28, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 16.0 days stuck in "Scheduled"
⏱️
Total Delay 25.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.2d / 0.5d SLA
Scheduled
27.0d / 2.0d SLA
Canceled
0.0d
Ready for Scheduling
0.0d / 1.0d SLA
Ready for Release
2.0d
Tech On Site
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.9d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/06/2026 MNewman - unable to cancel PWO due to parts in shipped status on WO.

01/05/2026 ALuman - cancel duplicate WO per Fady. Fady will cancel PWO

12/18/2025 ALuman - dispatch to Jared to complete repair

🔧 Work Performed
WO Canceled
🔍 Technician Findings
WO Canceled
⚠️ Problem Description
unable to create subcase on Case # 0124915938 - please reference WO-13695670
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Dec 17, 4:48 PM
Case Number: 00552612
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 17, 5:05 PM
Work Order: WO-01327096
Type: Repair
Priority: PC
👷
▶
4 Technician Assigned Dec 18, 9:54 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ashley Luman
Scheduled For: 2025-12-24T05:00:00.000+0000, 2025-12-24T00:00:00.000+0000
🗓️
Status: Scheduled by Ashley Luman
From: Entered
To: Scheduled
Duration in Previous: 16h 49m
📅
Dispatch Scheduled by Ashley Luman
Scheduled For: 2025-12-23T13:00:00.000+0000
⚠️ 8.0 business days
📅
Dispatch Scheduled by Jared Heisler Dec 30, 3:14 PM
Scheduled For: 2026-01-09T13:00:00.000+0000
⏳ 4.0 business days
🆕
Status: Entered by Ashley Luman Jan 5, 8:43 AM
From: Scheduled, Entered
To: Entered, Canceled
Duration in Previous: 17d 22h, 0m
📅
▶
2 Status: Ready for Scheduling Jan 5, 8:49 AM
Status: Ready for Scheduling → Status: Canceled
🚫
Status: Canceled by Ashley Luman
From: Ready for Scheduling
To: Canceled
Duration in Previous: 1m
🆕
Status: Entered by Mandy Newman Jan 5, 8:55 AM
From: Canceled, Entered
To: Entered, Ready for Release
Duration in Previous: 3m, 0m
👷
▶
3 Technician Assigned Jan 6, 7:29 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 22h 34m, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2026-01-07T13:00:00.000+0000
🚨 16.0 business days
🔧
▶
3 Status: Tech On Site Jan 28, 11:13 AM
Status: Tech On Site → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
✔️
Status: Completed by Jared Heisler
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Jan 29, 11:36 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
💰
Status: Invoiced by Josh Longway Jan 30, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 16h 24m

Bottlenecks

Entered
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.9 business hours
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Scheduled
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.8 business hours
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.4 business hours

🔗 Related Artifacts

📞
Case 00552612
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Jared Heisler
Scheduled
Jan 7, 8:00 AM
Created
Dec 17, 5:05 PM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03081413 Labor Open 0.016666666666667 $23.75 Jan 28, 11:14 AM

Details